The Pamplona Citizen Support Office Opens in the Afternoons Starting Today
The Pamplona / Iruña Citizen Support Office is extending its opening hours to provide service during the afternoon. Starting today, 5 May, this Government of Navarra office, intended to facilitate dialogue and administrative processes between citizens and the Administration, will offer uninterrupted service from 8:00 to 18:00, thus increasing accessibility to this resource and extending service hours, as already done by the Tudela Citizen Support Office.
The First Vice President and Minister of Presidency and Equality, Félix Taberna, visited the offices of this service located on Avenida de Roncesvalles, which opened its doors in mid-2023. Taberna highlighted the new uninterrupted service hours and stressed that “these improvements in the service are part of the Government’s commitment to a new model of citizen support, closer and more accessible, a model in which citizens themselves participated by redesigning the office—redesign in which they specifically requested an extension of the service hours.”
The visit was also attended by the Director General of Presidency, Open Government and Relations with the Parliament of Navarra, Joseba Asiain; the Managing Director of NASERTIC, Luis Campos; and the Director of the Open Government and Citizen Support Department, Itziar Ayerdi.
Regarding the services provided, the office offers assistance to citizens for carrying out online processes, for which it has public computers. It also supports users in managing the digital identity required for certain procedures with public administrations. In addition, it performs registration functions; advises and provides information about Government of Navarra processes and services; collects and channels suggestions, complaints and improvement opportunities; and certifies copies of private and public documents needed to complete procedures with the Government of Navarra.
In 2024, the first full year of operation, the office staff carried out 13,656 services and procedures, half of them (6,925) related to digital identity accreditation through the digital certificate, Cl@ve and full Cl@ve. Twenty-four percent of services were document registrations (3,269), 14% were information requests (1,886), and 12% were assistance with online processes for users (1,576).
It is also worth highlighting two new measures incorporated into the Government of Navarra’s citizen support service: the extension of service hours for the Government of Navarra chat until 18:00, a service provided through Nasertic, a public company attached to the Department of Presidency and Equality; and the implementation of the new appointment-booking application, which is simpler and offers more functionalities, including the ability to view the next available time slot and filter by the nearest office.
Reissue AENOR Certification as a 100% Accessible Space
The Pamplona Citizen Support Office has recently reissued the AENOR certification obtained in 2024, a seal that certifies that the office provides a service adapted to all people, taking into account diverse needs—physical, intellectual, auditory or visual.
To this end, the office features a magnetic loop system for deaf people who use technical aids; a visual Spanish Sign Language (LSE) service; Braille signage and tactile paving guides; audio descriptions with NaviLens technology; and Easy Read signage. Likewise, office staff are trained in interaction and communication with people with disabilities. In addition, there are two reduced-mobility parking spaces near the office, located on Avenida San Ignacio. Regarding its design, the aim has been to create a trustworthy, welcoming and comfortable space.
It should be recalled that the opening of the Pamplona Citizen Support Office as a 100% accessible service was one of the measures promoted by the 1st Open Government Plan (2021–2023), as a project aligned with a new model of interaction and relationship with citizens that incorporates values such as proximity, accessibility, proactivity and active listening—the core element of the new model.
An On-Site Service Throughout Navarre
In addition to the Pamplona Citizen Support Office, the Government of Navarra has two other offices that enable it to provide service across the entire region: an on-site service office in Tudela (Plaza de los Fueros 5–6), which also offers afternoon hours, and a mobile, versatile and accessible office recently put into operation to bring citizen support closer to towns with fewer than 20,000 inhabitants.
Furthermore, the Government of Navarra has 23 Registration Offices located in Pamplona, Tudela, Estella-Lizarra, Tafalla, Elizondo, Irurtzun, San Adrián and Sangüesa / Zangoza. There are also five taxpayer support offices of the Treasury of Navarra: one in Pamplona, another in Tudela, one in Estella-Lizarra, another in Tafalla and one in Doneztebe / Santesteban.
It should be noted that all citizen support and registration offices of the Government of Navarra attended a total of 113,244 people in 2024 (49% women and 51% men).
Alongside on-site service, the 012 telephone helpline is another key pillar of citizen support in the public administrations of Navarra, providing a broad range of services to the Government of Navarra and to 45 municipalities and 122 local councils. Citizen support is completed by written assistance provided through the chat and the email address navarra@navarra.es.
Source: navarra.es
